Position : Bookings Manager
Department : Social Enterprise | Inn & Conference Centre
Line Manager : Hospitality Director
Objective
To assist in overseeing the smooth and profitable operations of the Hokahanya Inn & Conference Centre by driving sales, managing the bookings system, assisting in the strategic direction for social enterprise growth and promoting the K4L Social enterprise brand, with support from the Hospitality Director (HD). Further, to liaise with and grow Hokahanya’s clientele base and set the tone for managed staff in excellent customer service delivery, acting as the main point of contact for vendors and clients. Key responsibilities include: sales, marketing & business performance; operations & maintenance; staff management; customer service delivery; health & safety management; administration & procurement; and other duties related to broader Organizational support.
Area 1: Sales, Marketing & Business Performance
1.1 Assist in ensuring the positive business performance of the Hokahanya Inn & Conference Centre
1.2 Work with the HD to set and meet monthly sales and profitability targets, aiming for quarterly improvements
1.3 Work with the HD to oversee budgets and expenses, analyze and interpret financial information and monitor sales and profits, providing monthly and quarterly reports to Executive management
1.4 Work with No7 management and the marketing team to develop and grow conferencing packages and sales
1.5 Promote K4L’s social enterprise hospitality brand in the community through the development and implementation of effective marketing strategies, campaigns and promotional services
1.6 Build and foster productive relationships with clientele, key stakeholders and partners
Area 2: Operations & Maintenance
2.1 Work with the HD to control operational costs and identify measures to cut wastage
2.2 Ensure all equipment is used according to best practice and preventatively maintained
2.3 Estimate future needs for goods, equipment, furniture and cleaning products to ensure smooth operations
2.4 Ensure all maintenance issues are promptly attended to and resolved
2.5 Check stock levels, order supplies and oversee the preparation of petty cash, as requested by the HD
Area 3: Staff Management & Customer Service
3.1 Assist in line managing all Inn staff and trainees, ensuring superior customer service delivery at all levels
3.2 Organize and supervise shifts for all managed staff, as requested by the HD
3.3 Assist in appraising staff performance, providing regular feedback to improve productivity
3.4 Respond efficiently and productively to customer complaints
3.5 Ensure that consistent, timely and excellent Conference service delivery is ensured at all times
3.6 Work with the No7 Team to plan and coordinate menus for conferencing and specials for guests
3.7 Train new and current employees on best customer service practices, as requested by the HD
3.8 Work with the management team to develop incentives to increase staff retention, productivity and morale
Area 4: Health & Safety
4.1 Conduct regular site surveys and ensure strict compliance with all sanitation, health and safety regulations
4.2 Ensure staff are compliant with daily cleaning schedules and operate according to best and safe practice
Area 5: Administration & Procurement
5.1 Conduct Inn & Conference Centre administrative and procurement processes, acting as the authorizer for Inn procurement and confirmer of goods received, in the absence of the HD
5.2 Regularly review product quality and research new vendors
5.3 Work with the HD and senior management to develop and operate according to an annual budget
Area 6: Other Duties
6.1 Assist in Tour implementation and promotion, as requested
6.2 Assist in operational and programmatic fundraising initiatives
6.3 Comply with and uphold all of Kick4Lifes’s Policies and Procedures
6.4 Maintain professional conduct at all times
6.5 Undertake such other duties as may be reasonably requested
6.6 Support Management initiatives and aid in leading performance management systems
Qualifications and Experience
Essential:
• Tertiary education in Business Administration, Finance, Hospitality Management or Tourism Management completed or in process preferred
• Proven knowledge of the tourism industry in Lesotho
• Acute financial management skills and commercial acumen
• Understanding of hotel management best practices and relevant laws and guidelines
• Familiarity with Hotel bookings and management software
Desirable:
• First Aid Certified
• Strong leadership, motivational and people skills
Work Based Skills and Competencies
Essential:
• Ability to effectively liaise with multi-disciplinary teams and a variety of stakeholders to achieve goals
• Ability to multitask and work according to set deadlines
• Demonstrates strong verbal and written communication skills in English and Sesotho
• Willingness to work long, flexible hours, including regular weekends and holidays
• Organised and reliable
• Adaptable and solutions-oriented
• Independent and service-minded
Desirable:
• Experience in running a restaurant kitchen that is a small business or social enterprise
• A flair and enthusiasm for cooking with fresh, quality and sometimes local ingredients
• Demonstrates a growth mind-set and ability to think strategically
Please note: this is a full time hospitality position that requires the employee to work long and often flexible hours, which may include evenings, weekends and holidays.
How to Apply:
If you meet the requirements and are motivated to work helping others in a multicultural environment, please send a CV and Cover Letter explaining your motivation and fit for the role to [email protected]
Closing Date of applications is 17th June 2022 by 5:00 pm
If you have not heard from us within two (2) weeks of the closing date, please consider your application to be unsuccessful. Remember, we will only contact applicants who have been shortlisted for interview and will not be able to provide feedback to those who have not been shortlisted, due to the sheer volume of applications.